Software Engineer - Voice AI Agent

Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology.

Our Voice AI team is building autonomous AI agents that handle inbound calls for customer support, allowing human agents to focus on high-value interactions. This initiative is vital for our vision of creating the ultimate omni-channel AI customer support agent. After launching our AI Assist product, we've seen tremendous growth with a strong pipeline of deals, making this one of the fastest growing areas both inside our company and across the industry.

We're currently one of the largest companies deploying voice AI in production at massive scale. By joining our team, you'll be on the cutting edge of this exciting trend, working with real-world deployments at leading tech companies. The engineering challenges are exciting and largely unsolved: achieving the perfect balance between AI agent intelligence, latency, cost, and scale while building autonomous voice agents that can reliably handle customer conversations. You'll be designing systems that scale across communication channels and pushing the boundaries of what's possible with current LLM and voice technology.

As a Voice AI Agent Software Engineer, you will be partnering with our team to build our new AI-based voice agent that answers inbound customer support calls. No prior AI experience is required – we'll provide on-the-job training and mentorship. This is a unique opportunity for a highly motivated and experienced software engineer to transition into AI development while working with a specialized team.

• Building high-quality software for our voice AI platform, from rapid prototypes that push the boundaries of what's possible to production-ready, scalable solutions

• Continuously improving our AI capabilities and accuracy through experimentation, data analysis, and innovative approaches

• Implementing and optimizing LLM and voice technology while balancing intelligence, latency, and cost

• Collaborating across engineering and cross-functional teams to tackle challenging technical problems throughout the full lifecycle of our voice AI products - from ideation and prototyping to deployment and monitoring

• Build foundational voice features: Develop voice-specific product features from the ground up, such as implementing voice recognition capabilities powered by LLMs and intelligent categorization of incoming calls. You'll help design and build intuitive interfaces for support agents to monitor and interact with AI voice assistants.

• Improve LLM model results for voice applications: Enhance our voice recognition and generation engine using advanced techniques. You'll help us leverage implicit knowledge bases to improve model performance in voice contexts.

• Develop voice AI infrastructure: Architect the abstractions that enable integration of various types of LLMs tailored for voice applications. You'll design and implement evaluation and logging systems to monitor performance.

• Engage with customers: Collaborate with our customers (both support agents and managers) to understand how they interact with our voice product, and how we can improve their experience.

• Wear many hats: Be versatile in roles — coding, user research, planning, brainstorming, and cross-team collaboration.

• Shape the team culture: Encourage a startup mentality focused on product quality and taking initiative.

You might be a good fit if you:

• Have 3+ years of experience in software engineering as an individual contributor

• Have strong proficiency in a modern programming language (Go, Python, C#, etc.)

• Have experience with distributed systems

• Possess solid understanding of data structures, algorithms, and software design principles

• Display an ownership mindset and proven track record of learning new technologies quickly

• Show enthusiasm and passion for learning AI/ML technologies (no prior experience required)

• Are highly ambitious and driven, setting high goals for yourself and others

• Put customers first, focusing on solving real problems

• Enjoy fast-paced environments and can quickly adjust when new insights emerge

• Have a bit of a maverick streak that helps you come up with creative solutions

• Have made a noticeable impact on small teams and have solid experience in startups or smaller companies

• Stay humble and open to feedback, value teamwork, and are always ready to learn and grow

• Generous medical, dental, and vision benefits 

• Paid company holidays, sick time, and unlimited time off

• Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting

• Paid parental leave 

• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices

• 401(k) plan enrollment